Remote Customer Service Manager

MaziCTools; United States; Remote; USD 34,000 - 48,000; Full time

Job summary

Wayfair is seeking a Customer Service Manager to lead a team of 8–16 specialists across experience levels, handling post-order issues and ensuring customer satisfaction. You will train, coach, and conduct performance reviews while collaborating with HR and senior leadership to resolve staff matters.

You will interview applicants and supervise escalation handling with professionalism, supporting Wayfair's commitment to excellent customer experience from a remote US location.

Qualifications

• Bachelor's degree or equivalent customer-facing and management experience.
• Proven ability to close performance gaps and coach teams.
• Strong analytical and problem-solving skills in fast-paced environments.

Responsibilities

• Lead a team of 8–16 specialists across experience levels.
• Supervise and coach agents handling post-order issues (returns, refunds, shipping).
• Provide training, feedback, and performance reviews.
• Collaborate with HR and leadership on staff matters and hiring.
• Interview applicants and support escalation resolution with professionalism.

Skills

Problem solving

Analytical thinking

Multi-software proficiency

Communication skills

Feedback delivery

Team leadership

Education

Bachelor's degree or equivalent experience

Tools

CRM software

Helpdesk tools

Job description

Wayfair is seeking a Customer Service Manager to lead a team of 8–16 specialists across experience levels, handling post-order issues and ensuring customer satisfaction. You will train, coach, and conduct performance reviews while collaborating with HR and senior leadership to resolve staff matters.

You will interview applicants and supervise escalation handling with professionalism, supporting Wayfair's commitment to excellent customer experience from a remote US location.